{ "ucid": "21112178842527391", "call_date": "2026-09-03", "start_time": "2026-09-03 14:17:53", "end_time": "2026-09-03 14:20:23", "duration_sec": 150, "campaign": "MSME_IS_PANIndia_NewReg_260526", "disposition": "No_requirement", "agent": "dhruv", "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIAe4ae33dd4c4ae90f987a32d2a42fced4.mp3", "dial_status": null, "customer_status": null, "agent_status": null, "hangup_by": null, "excel_row": 1079, "is_test": 0, "raw_payload": null, "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178842527391__DIAe4ae33dd4c4ae90f987a32d2a42fced4.mp3", "audio_bytes": 399816, "audio_status": "ok", "audio_error": null, "excel_turn_count": 0, "ingested_at": "2026-09-24 11:52:36.999815+00", "audio_secs": 133.272, "source_file": "Monthly_Calls_Transcript.xlsx", "upload_id": null, "audio_permanent": 0, "english_text": "[5s] AGENT: Hello.\n[6s] CUSTOMER: Hello.\n[6s] AGENT: Sir, I have connected from JSW One. (Sir JSW One se connect kiya hai.)\n[8s] CUSTOMER: From where? (Kahan se?)\n[8s] AGENT: JSW One MSME. Am I speaking with Sudhanshu? (JSW One MSME. Sudhanshu se baat ho rahi hai?)\n[11s] CUSTOMER: Yes. (Ji.)\n[12s] AGENT: Uh sir, actually your account was registered on our portal, under the name Hira Ispat for the Telangana location. (Uh sir actually aapka account register tha hamare portal pe, Hira Ispat ke naam se for Telangana location.)\n[17s] CUSTOMER: Yes. (Ji.)\n[18s] AGENT: So sir, I called regarding that, so as to understand. Like the name suggests, I guess you are in the steel trading business, right? (Toh sir maine thoda usi regarding call kiya tha so as to understand. Like the name suggests I guess aap trading business mein ho steel, right?)\n[23s] CUSTOMER: No, we are in both trading and wholesale. (Nahi, hum trading aur wholesale dono mein hain.)\n[25s] AGENT: Trading and wholesale both. Understood. Yes. So majorly sir, in which material is your dealing more, in steel, sir? (Trading and wholesale both. Understood. Haan. Toh majorly sir kya material mein aapka dealing zyada hai steel mein sir?)\n[30s] CUSTOMER: Majorly, there's nothing specific like that. We deal in everything. There's nothing particular like that. We are like, we have multiple products. We have pipes, angle, channel, flats, T, pipe, we also deal in sheets, HR, CR. (Majorly aisa kuch specific nahi hai. We deal in everything. Particularly aisa kuch nahi hai. We are like, we are multiple products hai hamare paas. Pipe bhi hai, angle, channel, patti, T, pipe, sheets mein bhi hum deal karte hain, HR, CR.)\n[39s] AGENT: Okay.\n[40s] CUSTOMER: Hmm.\n[40s] AGENT: Right. So sir, since you actually registered, does that mean you are planning to purchase something now or was it just an inquiry sort of thing? (Right. Toh sir aapne actually jaise register kiya tha, toh matlab aap abhi kuch purchase karne ka plan kar rahe hain ki it was just an inquiry sort of thing?)\n[45s] CUSTOMER: Right now the rate hike is very high. Hmm hmm. We'll see, we are like... daily sale-purchase happens, it's not like that. Wherever we get a rate difference and a better rate... (Abhi rate ka hike bahut zyada hai. Hmm hmm. Dekhenge abhi, we are like daily sale purchase chalta hai, aisa nahi hai. Jahaan pe rate difference aur better rate milega...)\n[52s] AGENT: Why not. Understood. Absolutely, absolutely sir. So in the future, sir, if there is ever a requirement... (Kyun nahi. Understood. Bilkul bilkul sir. Toh future mein sir kabhi requirement hai...)\n[54s] CUSTOMER: ...we have just connected. Yes, yes. With your company. Yes. Before this, we used to procure material locally from a... that's right, from the local market. Yes, so we have multiple dealers here who provide us material at like better prices. But now that we connected with you yesterday, let's see, it's only been one day. (...jude hi hain hum log. Haan haan. Aapki company se. Ji. Usse pehle locally hum procure karte the material from a... barabar hai from the local market. Haan toh we have multiple dealers here jo like better prices pe humko material provide karte hain. But abhi kal aap usse jude hain toh abhi dekhte hain abhi toh ek din hi hua hai.)\n[65s] AGENT: Yes, yes. (Ji ji.)\n[67s] AGENT: Okay sir, no issue. In case you have any requirement, you can also raise an inquiry on our application. That will reach us. So we'll connect with you as soon as we get the requirement from your side. (Theek hai sir, koi issue nahi hai. Aapko in case agar kuch requirement aati hai toh aap hamare application pe bhi raise bana sakte hain inquiry. That will reach us. So we'll connect with you as soon as we get the requirement from your side.)\n[76s] CUSTOMER: Okay.\n[76s] AGENT: Right sir. Thank you.\n[78s] CUSTOMER: Thank you, thank you.\n[79s] AGENT: Yes sir.\n[80s] CUSTOMER: Okay ji. (Theek hai ji.)", "language": "Hindi", "languages": "[\"Hindi\", \"English\"]", "turn_count": 25, "connected": 1, "audio_notes": "clear: Some background noise on the customer's side, but it does not affect transcription.", "transcript_status": "ok", "transcript_error": null, "band": "green", "band_reason": "25 turns, clean transcript (0% inaudible)", "band_language": "Hindi", "label_contradiction": 0, "status": "ok", "model": "gemini-2.5-pro", "rubric_version": "1.0.0", "exclusion_reason": null, "pitch_type_detected": "new_registration", "pitch_type_source": "campaign_name:high", "pitch_type_conflict": 0, "pitch_adherence_score": 1.5, "pitch_score_band": "red", "pitch_missed_steps": "[\"NR2 Verify basic profile (4 Qs)\", \"NR3 Full discovery (8 Qs)\", \"NR4 Platform education\", \"NR5 First opportunity identified\", \"NR6 Closure - one of three outcomes\"]", "pitch_coaching_note": "When a customer states price is their main decision factor, you must explain our value proposition of transparent, all-inclusive delivered pricing instead of immediately ending the call.", "usp_relevance": "none", "rubric_inferred": 0, "segment_detected": "trader", "mfg_flag": 1, "geo_flag": 0, "geo_reason": null, "moq_flag": 0, "moq_qty_detected": null, "moq_severity": null, "material_flag": 0, "material_detected": null, "catalogue_status": "available", "quality_flags_total": 1, "supply_flag": "none", "supply_details": "", "customer_req_date": null, "agent_committed_date": null, "call_summary": "The agent contacted a newly registered trader in Telangana. The customer confirmed they are a trader/wholesaler who buys based on the best price and has existing local suppliers. The agent performed minimal discovery, did not pitch any platform benefits or handle objections, and ended the call by asking the customer to raise an inquiry on the app if a need arises, without setting a specific follow-up.", "raw_json": "{\"pitch_steps\": [{\"step_id\": \"NR1\", \"result\": \"pass\", \"questions_hit\": null, \"evidence\": \"Sir, I have connected from JSW One. ... Am I speaking with Sudhanshu?\", \"comment\": \"The agent correctly identified himself and the reason for the call (portal registration) without applying sales pressure.\"}, {\"step_id\": \"NR2\", \"result\": \"partial\", \"questions_hit\": 2, \"evidence\": \"Am I speaking with Sudhanshu? ... your account was registered on our portal, under the name Hira Ispat for the Telangana location.\", \"comment\": \"Agent verified name/company and city, but did not ask about procurement involvement or best contact details.\"}, {\"step_id\": \"NR3\", \"result\": \"fail\", \"questions_hit\": 1, \"evidence\": \"Like the name suggests, I guess you are in the steel trading business, right?\", \"comment\": \"Agent only asked about business type and did not probe for monthly tonnage, brands used, payment terms, or current supplier situation.\"}, {\"step_id\": \"NR4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not explain any platform benefits like transparent pricing, Test Certificates, or stockyard availability; only mentioned raising an inquiry on the app.\"}, {\"step_id\": \"NR5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"After the customer stated no immediate requirement, the agent did not attempt to schedule a specific callback date for a future check-in.\"}, {\"step_id\": \"NR6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended without a concrete next step; no quote was sent, no specific callback was scheduled, and no walkthrough was booked.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer states price is their main decision factor, you must explain our value proposition of transparent, all-inclusive delivered pricing instead of immediately ending the call.\", \"segment_detected\": \"trader\", \"mfg_flag\": true, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"Wherever we get a rate difference and a better rate...\", \"response\": \"Kyun nahi. Understood. Bilkul bilkul sir. Toh future mein sir kabhi requirement hai...\"}, {\"obj_type\": \"incumbent_supplier\", \"state\": \"mishandled\", \"evidence\": \"we have multiple dealers here jo like better prices pe humko material provide karte hain.\", \"response\": \"Theek hai sir, koi issue nahi hai. Aapko in case agar kuch requirement aati hai toh aap hamare application pe bhi raise bana sakte hain inquiry.\"}], \"call_summary\": \"The agent contacted a newly registered trader in Telangana. The customer confirmed they are a trader/wholesaler who buys based on the best price and has existing local suppliers. The agent performed minimal discovery, did not pitch any platform benefits or handle objections, and ended the call by asking the customer to raise an inquiry on the app if a need arises, without setting a specific follow-up.\"}", "error": null, "latency_ms": 33771, "input_tokens": 3723, "output_tokens": 958, "created_at": "2026-09-25 11:41:05", "sentiment": "positive", "sentiment_score": 0.425, "sentiment_confidence": "high", "pos": 22, "neg": 0, "lex_hits": 10, "objection_phrases": "[]", "sentiment_method": "0.6*lexical + 0.4*prior", "talk_ratio": 0.534, "agent_talk_sec": 35.6, "customer_talk_sec": 31.1, "dead_air_sec": 83.3, "longest_monologue_sec": 8.5, "agent_wpm": 283.1, "interruptions": 0, "agent_turns": 13, "customer_turns": 12, "discovery_qs": 4, "words_agent": 168, "words_customer": 147, "monologue_heavy": 0, "turns": [ { "ucid": "21112178842527391", "idx": 0, "speaker": "agent", "start_s": 5.07, "end_s": 5.5, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842527391", "idx": 1, "speaker": "customer", "start_s": 5.7, "end_s": 6.11, "text_en": "Hello.", "text_native": "Hello." }, { "ucid": "21112178842527391", "idx": 2, "speaker": "agent", "start_s": 6.37, "end_s": 7.7, "text_en": "Sir, I have connected from JSW One.", "text_native": "Sir JSW One se connect kiya hai." }, { "ucid": "21112178842527391", "idx": 3, "speaker": "customer", "start_s": 7.8, "end_s": 8.26, "text_en": "From where?", "text_native": "Kahan se?" }, { "ucid": "21112178842527391", "idx": 4, "speaker": "agent", "start_s": 8.4, "end_s": 10.5, "text_en": "JSW One MSME. Am I speaking with Sudhanshu?", "text_native": "JSW One MSME. Sudhanshu se baat ho rahi hai?" }, { "ucid": "21112178842527391", "idx": 5, "speaker": "customer", "start_s": 10.9, "end_s": 11.2, "text_en": "Yes.", "text_native": "Ji." }, { "ucid": "21112178842527391", "idx": 6, "speaker": "agent", "start_s": 11.5, "end_s": 16.5, "text_en": "Uh sir, actually your account was registered on our portal, under the name Hira Ispat for the Telangana location.", "text_native": "Uh sir actually aapka account register tha hamare portal pe, Hira Ispat ke naam se for Telangana location." }, { "ucid": "21112178842527391", "idx": 7, "speaker": "customer", "start_s": 16.8, "end_s": 17.1, "text_en": "Yes.", "text_native": "Ji." }, { "ucid": "21112178842527391", "idx": 8, "speaker": "agent", "start_s": 17.5, "end_s": 22.5, "text_en": "So sir, I called regarding that, so as to understand. Like the name suggests, I guess you are in the steel trading business, right?", "text_native": "Toh sir maine thoda usi regarding call kiya tha so as to understand. Like the name suggests I guess aap trading business mein ho steel, right?" }, { "ucid": "21112178842527391", "idx": 9, "speaker": "customer", "start_s": 22.9, "end_s": 25.0, "text_en": "No, we are in both trading and wholesale.", "text_native": "Nahi, hum trading aur wholesale dono mein hain." }, { "ucid": "21112178842527391", "idx": 10, "speaker": "agent", "start_s": 25.4, "end_s": 29.8, "text_en": "Trading and wholesale both. Understood. Yes. So majorly sir, in which material is your dealing more, in steel, sir?", "text_native": "Trading and wholesale both. Understood. Haan. Toh majorly sir kya material mein aapka dealing zyada hai steel mein sir?" }, { "ucid": "21112178842527391", "idx": 11, "speaker": "customer", "start_s": 30.4, "end_s": 38.5, "text_en": "Majorly, there's nothing specific like that. We deal in everything. There's nothing particular like that. We are like, we have multiple products. We have pipes, angle, channel, flats, T, pipe, we also deal in sheets, HR, CR.", "text_native": "Majorly aisa kuch specific nahi hai. We deal in everything. Particularly aisa kuch nahi hai. We are like, we are multiple products hai hamare paas. Pipe bhi hai, angle, channel, patti, T, pipe, sheets mein bhi hum deal karte hain, HR, CR." }, { "ucid": "21112178842527391", "idx": 12, "speaker": "agent", "start_s": 38.9, "end_s": 39.3, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178842527391", "idx": 13, "speaker": "customer", "start_s": 39.9, "end_s": 40.2, "text_en": "Hmm.", "text_native": "Hmm." }, { "ucid": "21112178842527391", "idx": 14, "speaker": "agent", "start_s": 40.5, "end_s": 45.0, "text_en": "Right. So sir, since you actually registered, does that mean you are planning to purchase something now or was it just an inquiry sort of thing?", "text_native": "Right. Toh sir aapne actually jaise register kiya tha, toh matlab aap abhi kuch purchase karne ka plan kar rahe hain ki it was just an inquiry sort of thing?" }, { "ucid": "21112178842527391", "idx": 15, "speaker": "customer", "start_s": 45.2, "end_s": 51.5, "text_en": "Right now the rate hike is very high. Hmm hmm. We'll see, we are like... daily sale-purchase happens, it's not like that. Wherever we get a rate difference and a better rate...", "text_native": "Abhi rate ka hike bahut zyada hai. Hmm hmm. Dekhenge abhi, we are like daily sale purchase chalta hai, aisa nahi hai. Jahaan pe rate difference aur better rate milega..." }, { "ucid": "21112178842527391", "idx": 16, "speaker": "agent", "start_s": 51.8, "end_s": 54.2, "text_en": "Why not. Understood. Absolutely, absolutely sir. So in the future, sir, if there is ever a requirement...", "text_native": "Kyun nahi. Understood. Bilkul bilkul sir. Toh future mein sir kabhi requirement hai..." }, { "ucid": "21112178842527391", "idx": 17, "speaker": "customer", "start_s": 54.2, "end_s": 65.0, "text_en": "...we have just connected. Yes, yes. With your company. Yes. Before this, we used to procure material locally from a... that's right, from the local market. Yes, so we have multiple dealers here who provide us material at like better prices. But now that we connected with you yesterday, let's see, it's only been one day.", "text_native": "...jude hi hain hum log. Haan haan. Aapki company se. Ji. Usse pehle locally hum procure karte the material from a... barabar hai from the local market. Haan toh we have multiple dealers here jo like better prices pe humko material provide karte hain. But abhi kal aap usse jude hain toh abhi dekhte hain abhi toh ek din hi hua hai." }, { "ucid": "21112178842527391", "idx": 18, "speaker": "agent", "start_s": 65.3, "end_s": 65.8, "text_en": "Yes, yes.", "text_native": "Ji ji." }, { "ucid": "21112178842527391", "idx": 19, "speaker": "agent", "start_s": 67.0, "end_s": 75.0, "text_en": "Okay sir, no issue. In case you have any requirement, you can also raise an inquiry on our application. That will reach us. So we'll connect with you as soon as we get the requirement from your side.", "text_native": "Theek hai sir, koi issue nahi hai. Aapko in case agar kuch requirement aati hai toh aap hamare application pe bhi raise bana sakte hain inquiry. That will reach us. So we'll connect with you as soon as we get the requirement from your side." }, { "ucid": "21112178842527391", "idx": 20, "speaker": "customer", "start_s": 75.5, "end_s": 75.9, "text_en": "Okay.", "text_native": "Okay." }, { "ucid": "21112178842527391", "idx": 21, "speaker": "agent", "start_s": 76.5, "end_s": 77.5, "text_en": "Right sir. Thank you.", "text_native": "Right sir. Thank you." }, { "ucid": "21112178842527391", "idx": 22, "speaker": "customer", "start_s": 77.7, "end_s": 78.7, "text_en": "Thank you, thank you.", "text_native": "Thank you, thank you." }, { "ucid": "21112178842527391", "idx": 23, "speaker": "agent", "start_s": 79.0, "end_s": 79.5, "text_en": "Yes sir.", "text_native": "Yes sir." }, { "ucid": "21112178842527391", "idx": 24, "speaker": "customer", "start_s": 80.0, "end_s": 80.6, "text_en": "Okay ji.", "text_native": "Theek hai ji." } ], "steps": [ { "ucid": "21112178842527391", "step_id": "NR1", "step_name": "Warm welcome opener", "weight": 1.0, "result": "pass", "earned": 1.0, "questions_hit": null, "evidence": "Sir, I have connected from JSW One. ... Am I speaking with Sudhanshu?", "comment": "The agent correctly identified himself and the reason for the call (portal registration) without applying sales pressure." }, { "ucid": "21112178842527391", "step_id": "NR2", "step_name": "Verify basic profile (4 Qs)", "weight": 1.0, "result": "partial", "earned": 0.5, "questions_hit": 2, "evidence": "Am I speaking with Sudhanshu? ... your account was registered on our portal, under the name Hira Ispat for the Telangana location.", "comment": "Agent verified name/company and city, but did not ask about procurement involvement or best contact details." }, { "ucid": "21112178842527391", "step_id": "NR3", "step_name": "Full discovery (8 Qs)", "weight": 3.0, "result": "fail", "earned": 0.0, "questions_hit": 1, "evidence": "Like the name suggests, I guess you are in the steel trading business, right?", "comment": "Agent only asked about business type and did not probe for monthly tonnage, brands used, payment terms, or current supplier situation." }, { "ucid": "21112178842527391", "step_id": "NR4", "step_name": "Platform education", "weight": 1.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "Agent did not explain any platform benefits like transparent pricing, Test Certificates, or stockyard availability; only mentioned raising an inquiry on the app." }, { "ucid": "21112178842527391", "step_id": "NR5", "step_name": "First opportunity identified", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "After the customer stated no immediate requirement, the agent did not attempt to schedule a specific callback date for a future check-in." }, { "ucid": "21112178842527391", "step_id": "NR6", "step_name": "Closure - one of three outcomes", "weight": 2.0, "result": "fail", "earned": 0.0, "questions_hit": null, "evidence": "", "comment": "The call ended without a concrete next step; no quote was sent, no specific callback was scheduled, and no walkthrough was booked." } ], "objections": [ { "ucid": "21112178842527391", "obj_type": "price", "state": "mishandled", "evidence": "Wherever we get a rate difference and a better rate...", "response": "Kyun nahi. Understood. Bilkul bilkul sir. Toh future mein sir kabhi requirement hai..." }, { "ucid": "21112178842527391", "obj_type": "incumbent_supplier", "state": "mishandled", "evidence": "we have multiple dealers here jo like better prices pe humko material provide karte hain.", "response": "Theek hai sir, koi issue nahi hai. Aapko in case agar kuch requirement aati hai toh aap hamare application pe bhi raise bana sakte hain inquiry." } ], "missed_steps": [ "NR2 Verify basic profile (4 Qs)", "NR3 Full discovery (8 Qs)", "NR4 Platform education", "NR5 First opportunity identified", "NR6 Closure - one of three outcomes" ], "objection_phrases_list": [] }